IT Support Analyst

The Role

Canvas Worldwide is currently seeking a Helpdesk Support Analyst to join our Technology & Agency Services team (CTAS). We're looking for people who have a passion for technology and bring a progressive view to core services. The role is for first-level support of our endpoints (Windows, MacOS, iOS, Android, etc.) as well as Azure/M365 cloud services and maintenance. Additionally, you will assist in maintaining our technical knowledge base and inventory.

Key Duties & Responsibilities:

• Monitor and respond to associate technical requests via Zendesk ticket queue as well as Teams support channel
• Endpoint device creation, testing and deployment (Windows
• Work to ensure proper SLA response times and security standards, escalating as needed.
• Create and maintain knowledgebase articles on solutions, processes, and workflow
• Assist in preparing and enforcing logging and reporting procedures for end-user computing operations
• Assist with inventory and provide oversight to management
• Onboarding and Offboarding for accounts and equipment, giving assistance and walkthrough for new associates
• Help identify any systemic, ongoing issues and work with desktop support and vendors to isolate and remedy issues
• Be able to lift and transport computers and devices for setup and shipping
• Off-hours and emergency support as required

Qualifications:

• At least two years of experience in a comparable position
• Strong communication skills, written and verbal, providing reliable support for associates
• Strong familiarity with MS Office 365, SharePoint, Intune, Azure, Adobe
• AV, Videoconference systems and presentation support a plus
• Understanding cloud computing services, including Microsoft, Google, and AWS

Travel Requirements:

Attend offsite meetings with travel throughout the assigned area. Travel 10-25% of the time.